Raffles Service Agent

2 hours ago

Singapur, Singapore Accor Full time
Job Title: Raffles Service Agent

At Accor, we are committed to delivering exceptional guest experiences. As a Raffles Service Agent, you will play a vital role in ensuring that our guests receive the highest level of service and attention to detail.

Key Responsibilities:
  • Deliver Friendly and Professional Service
    • Ensure smooth operation of the Raffles Service department by attending to incoming calls, faxes, and emails related to room reservations.
    • Obtain all necessary information to complete a room reservation in the Opera system, including stay dates, flight details, rates, special requests, and reservation notes.
    • Complete the reservation process by combining all reservation details and sending a confirmation to the guest.
  • Focus on Guest Experience
    • Support guests' decisions to proceed with reservations by providing accurate information on prices, room types, availability, and amenities.
    • Be well-versed with the preferences of regular guests and provide them with consistent service, anticipating their needs in advance.
  • Involvement in Wider Job Function Actions/Relationships
    • Support Raffles Service colleagues to achieve upsell goals in various revenue streams.
    • Coordinate with other departments (Front Office, Concierge, Food and Beverage, Raffles Spa, Housekeeping, and Butler) on guests' needs and requirements.
    • Work closely with the Revenue department to be aware of hotel occupancy (sold-out dates, blackout dates, and peak periods).
    • Advise the Raffles Service Manager of any deviations in rate applications or reservations arrangements.
    • Maintain an accurate and updated filing system of all correspondence.
    • Be familiar with hotel credit policies and handle billing instructions correctly.
    • Perform clerical and administrative duties.
    • Adhere to Raffles Hotel Singapore and Room Reservations department standard operating procedures, guidelines, and grooming standards.
    • Support Accor Corporate programs, such as Planet 21.
    • Ensure service standards and individual performance are aligned with Accor Hotels Values.
    Qualifications:
    • Candidate Profile
      • Minimum tertiary education or equivalent.
      • Knowledge of and experience with relevant software applications – spreadsheets, word processing, and database management.
      • Minimum 1 year of relevant experience in the hotel industry.
    • Competencies
      • Strong interpersonal skills with the ability to communicate with all levels of colleagues.
      • Service-oriented with an eye for details.
      • Ability to work effectively and contribute to the team.
      • Multicultural awareness and ability to work with people from diverse cultures.
      • Self-motivated and energetic.
      • Flexible.
      • Displays initiative and creativity.
    Benefits of Joining Raffles Hotel Singapore:
    • 5-day work week.
    • Duty meals are provided.
    • Colleagues' discount and/or preferential room rates at worldwide Accor Hotels.
    • Flexible benefit – dental/optical/vacation expenses/children's education.
    • Medical and wellness benefit.
    • Comprehensive insurance coverage.
    • Local/overseas career development & growth opportunities.
    • Holistic learning and development opportunities.

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